Customer Care Agent-Customer Care Center

Jefferson Radiology
East Hartford
Oct 08, 2016
Oct 19, 2016
Call Centers
Employer Type
Direct Employer
Employment Type
Full Time
*This is a temporary position*

The Customer Care Agent (CCA) - Customer Care Center (CCC) is responsible for timely and effective scheduling of patients for multiple offices and modalities, including Mammography, Bone Density, Fluoroscopy, Ultrasound, MRI, CT and Nuclear Medicine exams. This position has direct patient and referring physician contact and is accountable for representing the company in a pleasant, professional manner at all times. The CCA-CCC works in a call center environment.

Reports To: Supervisor, Customer Care Center

Schedules appointments for all modalities in a friendly cooperative manner. Obtains demographic and insurance information, and requests pertinent clinical information to schedule exams. Explains office policy regarding insurance participation and required pre-authorization. Enters scheduling and registration information accurately into Group Management and RIS. Stays informed and up-to-date on exam preparations, time provisions and insurance requirements. Requests lab work or order if necessary.

Evaluates requisitions to ensure exam requested matches the exam that is ordered. Ensures that requisitions are thoroughly completed i.e. exam ordered, clinical and signature. Contacts referring physicians, according to JR protocols, and faxes reminder letters to update or request a new requisition. Checks to ensure that the exam is scheduled at the proper site, time and day.

Escalates questions to immediate supervisor regarding complicated exams. Provides support, training and assistance to other Customer Care Agents as needed.

Answers incoming calls with superior customer service . Responds to inquiries, triages and transfer calls appropriately and pages or connects calls to JR physicians; receives and delivers messages accurately, succinctly and with respect for confidentiality. Immediately notifies supervisor and/or supervisor's designee of patient or physician complaints or concerns. Responds courteously to inquiries regarding the organization and provides callers with address, directions and other public information.

Processes order requisitions in order queue in a timely manner. Responsible for administrative tasks such as inbound fax, web scheduling, Televox, order queue functions, voicemail and no show recovery report. Utilizes down time to stock items as needed, make copies of forms, fill copier, printer, fax machines with paper, etc. Provides support and assistance to other staff.

Obtains pertinent clinical information and enters data into system with accuracy and efficiency. Reviews requisitions and contacts unscheduled patients to verify information and schedule appointment. Maintains log of daily calls and outcomes of patient contact.

Participates as a member of the Jefferson Radiology Team. Consistently demonstrates and promotes Jefferson Radiology Values.

Ensures a professional attitude and appearance at all times. Consistently demonstrates flexibility and good judgment. Consults with co-workers and supervisor as necessary.

Adheres to all Jefferson Radiology policies and procedures, including Compliance, HIPAA, OSHA, licensing and accreditation guidelines. Reviews policy and procedure manuals on an annual basis.

Performs other related duties as assigned

RequirementsHigh school diploma or equivalent, required. Six months or more direct experience in a radiology practice call center and/or Associates degree or equivalent, preferred. Must demonstrate mastery in Radiology exam scheduling and medical terminology. Experience with scheduling and/or medical billing applications, preferred. Excellent diction, communication skills and telephone manner. Excellent customer service and interpersonal skills. Must demonstrate a pleasant, professional demeanor. Good understanding of ICD9 coding. Knowledge of medical insurance preferred. Computer experience a must.

Physical Requirements of the job: May occasionally be required to carry up to 10 lbs. Sitting will be required 90% of the time. Telephone use 95% of the day.

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